• Service Desk Analyst

Industry IT
Location Bangalore
Experience Range 4 - 8 Years
Open

Functional IT Software - Network Administration / Security
Job Description
About Us
Founded in 2011, Mindpool Technologies is one of the leading IT Staffing and Recruiting Services Provider delivering technology experts & capabilities to its clients from diverse industries across the world. We have state-of-art delivery centers in Bangalore, Mumbai, Pune & Chennai with strong business presence in US, India & globally. Mindpool Technologies has been receiving excellent customer satisfaction ratings in IT Service Delivery for seven consecutive years.
Roles and Responsibility

JOB SUMMARY

The Service Desk Analyst is the central point of contact between the customer and Highstreet’s service

delivery organization. The role of the Service Desk Analyst is to provide a wide range of services related to

Incident Management and Request Management as defined by ITIL. Setting customer expectations and

providing useful status updates is necessary as part of the job to achieve superior customer satisfaction.

This position requires the SD Analyst to utilize a vast array of experience and skills, systems and tools, in

support of customers’ IT organizations and end-users. The primary function of this position is to provide

technical support for hardware, software, network, and telephony related issues, achieving first call

resolution whenever possible through use of the knowledge-base and collaboration with tier-2 resolvers.

Since the SD Analyst is primarily focused on providing phone support to the customer, outstanding

communications skills is essential.

Responsibilities include:

Receive and log customer Incidents and Service Requests received by phone, email or self service

Accurately classify, prioritize, and record Incident & Request details into the ticketing system

Providing first contact resolution when possible

Assist with dispatch functions and routing of tickets to field techs

Routing of tickets to tier-2 resolvers when necessary

Tracking and communications with the customer throughout ticket lifecycle

Ticket closing upon customer consent

Skill Requirements:

Maintains cooperative working relationships with staff members; a good team player

Customer focused with an understanding of business impacts

Detail oriented and organized

Outstanding oral communication skills (English language)

Ability to take and provide direction

Good troubleshooting and customer service skills

Familiar with IT Service Management concepts, practices, and procedures

Technical Requirements

Use of remote support tools for diagnosis and resolution

Break/fix for Mac OS, Win 7/Win 8/Win10

Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, android, printers

Break/fix for desktop and mobile device applications:

o MS Office Software

o O365 experience

o Adobe CS Suite

o VMware

o Web browsers IE /Mozilla/Safari/Chrome

Password reset and AD unlocks

Layer 1 newtorking troubleshooting skills

AS400 experience a plus

Citrix Experience

Writing resolutions and processes and contributing to internal knowledge-base

Continual Service Improvement for Service Desk function

Other tasks assigned by management.

Knowledge of the ITIL framework and lifecycle

Experience:

4+ years Service Desk experience

Strong customer service skills

Technical Certifications: CompTIA, A+, MSCE a plus

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